Director, PMO

The Role

The Director, PMO is a key role within the Services organization responsible for ensuring project management leadership, best practices and delivery excellence within Professional Services. The Director, PMO will be responsible for the following activities:

• Managerial responsibility for Project and Program Managers within the Professional Services (PS) team.
• Act as the internal point of escalation for project managers; partner with PS Management project sponsor to ensure resolution and client satisfaction.
• Partner with senior PS Leadership to align on pain points, needs, issues, and trends to focus on continual improvement across PS teams and client projects.
• Provide vision and leadership and manage the ongoing efforts to scale project and program approaches with clients and partners.
• Scale the PS engagement processes, including but not limited to tools, procedures, governance, methodologies, and escalations.
• Lead efforts to assess the skills, capabilities, and performance of departmental staff. Develop strategies for talent acquisition, retention, and career development to ensure a high-performing team.
• Partner with PS Operations to ensure product training needs are identified and planned as part of the ongoing release cycles.
• Partner with PS Operations to align on project requests requiring non-standard implementation processes.
• Support cross-functional teams within PS and within other Fusion departments to drive understanding of PS project engagement processes and updates. Work across teams and departments to receive on-going feedback.
• Create and oversee the onboarding process for project and program managers (both employee and contractor) within PS.
• Update, create, monitor and review key PS project metrics, performance against these metrics and actions needed to achieve outlined metrics.
• Coordinate with PS Operations and proactively assess revenue and pre-sales pipeline to ensure Fusion has the appropriate skills and resources to deliver planned projects
• Collaborate with PS Management on projects, escalations, and resources with focus on successful outcomes for Fusion and our clients and teams.
• Ensure project teams are setup to deliver client value and quality.
• Oversee client satisfaction survey process and action on common trends.
• Own overall PS project escalation process and ensure responsive, effective and efficient client escalations.
• Develop culture of continuous improvement for process repeatability, operational scaling, capacity management and customer satisfaction.
• Develop and/or enhance existing project-level best practices and documentation, including template project plans and role-level responsibilities
• Be an agent of change across PS, owning communication and strategy in relation to business goals for updated processes and procedures related to Project Management and implementation methodology

Requirements

• 5+ years of leadership experience leading a services delivery and/or services team at a SaaS company
• 5+ years in a client facing role, either as a Project Manager, Program Manager or a portfolio manager
• 5+ years delivering project and/or program service to various-size clients at the leadership level
• Experience in various methodologies including hybrid and agile methodology is required
• Excellent communication and presentation skills as well as comfort engaging with both senior leadership internally and within our clients externally
• Excellent organizational and creative problem-solving skills
• Self-directed with the ability to identify and solve issues
• Strong bias to action
• Proven ability to understand, track, and optimize project health
• Strong conflict resolution and escalation diffusion skills
• Strong background supporting clients through software implementation engagements
• Ability to manage distributed teams of people in UK and US and other locations as required

Disclaimers

This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.